Almost every contact center has to develop a strategy to deal with spikes in call volume. For some, spikes are a regular part of their traffic pattern. For others, spikes are unpredictable. Either way, the approach you take to deal with having more calls than you can handle says a lot about your company and – more importantly – sends a strong message to your customers.
We spend a lot of time on this blog talking about the best the way to deal with spikes (hint: automated call-backs). That’s not the only solution though! You can, for example, increase you staff, or divert more calls to self-service options. However, with all the different strategies you can consider, one that is always wrong is sending callers to voicemail.
The “selfie” has become an essential part of internet culture today. You’re bound to find at least one selfie on virtually everyone’s social profile. Although many studies have linked social media to depression, taking a selfie has actually been reported to do the opposite. In fact, a 
The impact of AI on the call center is a red hot topic these days. Unfortunately, a TON of the writing out there is not helpful and sometimes even misleading. I’m not just talking about sloppy blogs, either. Some of the worst offenders are top publications. (I’m going to take the high road and not link to any here.)
You’re fighting a pounding headache, your long commute to work is completely mind numbing, and your hot coffee just took a spill all over your new white outfit – let’s face it, you’re having a bad day. Sometimes the best thing to do on these terribly consuming days is to simply laugh it off. I know it can be tough to plaster a smile across your face when you’re feeling less than chipper, but we all know that smiling feels really good! Endorphins and serotonin are all released when a smile flashes across your face, which makes your body relax, and can lower your heart rate and blood pressure. So let’s take the time to smile, especially today, as we observe National Smile Power Day 🙂
If you’ve chosen a career as a contact center manager, it won’t take long to realize how demanding the job is. It takes someone with many special qualities to succeed in this line of work. We’ve spoken to our fair share of call center managers, and we’ve noticed that many of the shining stars share a variety of common attributes. That’s why we’ve developed this handy dandy anatomy chart to highlight the characteristics needed to successfully handle this role. 
Were you glued to last week’s Comey testimony like I was? The Fired FBI Director had some great phrases that are already appearing 
The objective for this year’s CCW Conference & Expo is to strengthen the contact center’s foundation for future transformation. As innovation in the call center space grows and customer expectations increase, this is a mission Fonolo can get behind. That’s why we’re excited to be exhibiting once again at the 18th Annual Call Center Week Conference & Expo, June 26 – June 30, 2017, at The Mirage in Las Vegas.![[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture](https://fonolo.com/wp-content/uploads/2017/06/3-Takeaways-from-Our-Google-Hangout-on-Customer-Service-Culture.jpg "[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture")
Last week, Fonolo hosted a very insightful and engaging Google Hangout discussing the secrets behind a successful customer service culture. This fabulous panel of experts discussed how call centers can create a culture of collaboration. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Running a call center is no easy task, they follow strict KPIs, often operate on a low budget, and are highly susceptible to public scrutiny if their services are not up to par. However, even with a recipe that’s hard for many to master, some contact centers have discovered the perfect ingredients and should be praised for their success. We often commend businesses like Zappos or Publix, who have historically outperformed their competitors when it comes to customer service. This month though, I’d like to give a mighty high five to 
